Business Etiquette: Professionalism and Consideration

1. BUSINESS ETIQUETTE: Professionalism and Consideration Heather Prudhomme, CPA, CGFM, CGMA February 8, 2017 Free Powerpoint Templates

2. Topics “Etiquette” • What is it? • Why use it? • Where do we need to use it? • What applies specifically in business?

3. What is Etiquette? Etiquette is a code of behavior that delineates expectations for social behavior according to contemporary conventional norms within a society, social class, or group.

4. Golden: Treat others as you would like to be treated Platinum: Treat others as they would like to be treated Principles

5. Behavior vs. Etiquette • Behavior: Varies within individuals, departments, companies, etc. • Changes rapidly as evolution happens, or within social climates • Etiquette: Tools used to adapt to the work environment • Flexible depending on culture, audience, and goals

6. Stay Flexible! ETIQUETTE IS NOT: ETIQUETTE IS: Tools to demonstrate respect for colleagues Provision of a platform to earn returned respect Understanding ways to choose a course of action in difficult or sensitive situations Guidelines for judging own behavior • A formal set of rules to see who has best manners • A formula to communicate exactly how to behave • Judging the behavior of others

7. Why utilize etiquette techniques? Differentiates you from others in a competitive service market Enables you to be confident in a variety of settings with a variety of people Honors commitment to excellence and quality Modifies distracting behaviors and develops admired conduct Exhibits professionalism and develops a polished image Provides framework for establishing productive working relationships

8. Important etiquette areas in business: • General communication • Introductions • E-mail • Dining • Telephone • Office • Client Site • Meetings • Cubicle • Dress Code • Networking

9. General Communications Use the Three C’s • Clarity • Prevents misunderstandings • Provides necessary information to work efficiently • Cooperation • Promotes team activity and expression • Courtesy • Maintenance of professional environment is key to continued productivity and comfort

10. Introductions • The first act of a new relationship • Sets stage for next interactions Tips for Introduction (between 2 people) • Give your full name and brief statement • Refrain from giving yourself titles • Repeat name of introduced back to them • Use titles until you are invited to use first name

11. Introductions (cont.) Tips for Introduction of parties • Be cognizant of hierarchy and role • Use titles for higher ranks, and full names of person being introduced Example: “Mr. Brown, I’d like to introduce you to our new staff member, Larry Grey.”

12. Email etiquette rules • Use email for efficiency – if a phone call is more efficient, dial away! • Use proper spelling, grammar & punctuation • Make it personal - avoid using Bcc and Cc unnecessarily • Answer swiftly • Use a meaningful subject • Read the email before you send it (Tip: Don’t address until you are ready to send!) • Use care with abbreviations and emotions – be concise and professional • STAY AWAY FROM ‘TEXT LANGUAGE’, CLICHES, SLANG

13. Don’t automatically “REPLY TO ALL” Take one last look! Distribution list – is email necessary for all recipients? Content – was everything addressed? Professional – would you be proud of the message if it was forwarded to supervisors/executives/etc.? Purpose – if there is a deadline or request, was it stated clearly? Once the email discussion goes beyond 2-3 replies, it’s time to pick up the phone Think Before You Click

14. Dining etiquette • Be on time • Wait to sit until host/hostess indicated the seating arrangement • Stand on the right side of your chair and enter from your left • Put your napkin in your lap • Never order the most expensive item • Wait for all people to be served before beginning • Know which silverware to use with which food • Wait until everyone has been served before you begin to eat • Salt/Pepper pass together • Generally pass food to the right • Be aware of the flow of conversation – try to keep to neutral subjects that don’t require passionate opinions or taboo topics

15. Individual Place Setting

16. Identify yourself, your organization, and purpose of your call Ask the receiver if they have a moment to speak with you Make plans to return call, if not Return calls made to you in timely manner Avoid answering calls during meetings - Practice active listening Telephone Etiquette

17. Office Etiquette • Pleasant and polite personnel are more readily helped than those who perform rudely • Be self-aware, use common sense • Follow your company’s dress code • Treat EVERY employee with the same respect • Follow company policy – check in/out, deadlines, response requests, work hours, etc.

18. Show a healthy respect for colleagues experience and expertise – no matter what level or your own personal opinion Exhibit a positive attitude and know what your role will be/is on the team Leave your personal life at the front door If you are unsure how to proceed with responses/situations, involve a supervisor. Office Etiquette

19. Remember that you are the ‘face’ of the your employer! Maintain respectful communication with client personnel Keep client personnel (lead point of contact) aware of schedule changes and plans Client Site Etiquette

20. Client Site Etiquette • Treat their files carefully and with respect • Ensure you know how they want them contained and stored each day • Be very sensitive to Personally Identifiable Information (PII) and other confidential data

21. Meeting etiquette • Use meetings as a chance to learn and gain more knowledge and insight • Poor communication skills are not professional • In formal meetings, no need to add commentary unless meeting leader requests your addition • Avoid swear words, vulgar references, slang

22. Cubicle Etiquette

23. Treat cubicles as if they were a walled office Enter cubicles only with permission Announce yourself at doorways or lightly knock on the wall Don't peek in/over as you walk past each one AND, Remember that they are not! Use respectful volume of voice on telephone calls and conversations Pay attention to your voice volume and topics around those who are working Cubicle Etiquette

24. Dress Code Etiquette Every company has a dress code – even if it’s not in writing! Best Practices • “Dress for the job you want” • “Dress for Success” • Look to respected employees for dress examples

25. Professional Appearance • Grooming is fundamental • Hair clean and styled appropriately • Clean nails, skin and teeth • Check fragrance and clothing care

26. Wardrobe Professional Business Wardrobe -For women: skirted/pant suit, dress shirt, clean well maintained dress shoes (generally closed-toe shoe) -For men: suit, dress shirt, tie (well maintained dress shoes) Outerwear -Appropriate for women/men: Trench coat, umbrella Professional Appearance

27. Business Casual Wardrobe For women: dress pants, shirt, blouse, well maintained dress or casual shoe (no tennis shoes, flip flops, etc.) For men: slacks/khaki pants, polo shirt, or other collared dress shirt, well maintained dress or casual shoes (no tennis shoes, flip flops, etc.) **AVOID SLOPPY** Professional Appearance

28. BREAK OUT OF YOUR COMFORT ZONE Mingle – Mingle – Mingle – Mingle – Mingle Don’t travel with your friends Make direct eye contact, smile and speak Contribute positively to the conversation with your thoughts and open ended questions Don’t monopolize someone’s time If appropriate, collect business cards Politely excuse yourself and move on to another individual Networking

29. Tips and Reminders • It really is a ‘small world’! • Make a positive and genuine connection to your co-workers and business associates • Ask “How are you?” and really mean it. Ask about family, friends, hobbies, vacations • Use active listening skills to help remember details • Maintain eye contact • Keep your language “G” rated • Join in office activities, fundraisers, and events

30. Parting Thoughts… • Etiquette is a framework of tools, not a set of rules • Customs vary among cultures and environments • Don’t get hung up on mistakes or absent techniques • Pointing out errors goes against the guidelines of the tools

31. Questions?Thank you!